Software UAT Support

Acquire Intelligence; Quezon City; On-site; PHP 420,000 - 660,000; Full time

Job summary

Grosvenor Engineering Group is seeking a Tech Support / UAT Support professional in the Philippines. You will provide 1st and 2nd line technical support for IT systems and end users, log incidents in ITSM tools, and ensure SLA/KPI compliance while maintaining documentation and runbooks.

You will also assist in UAT planning, create test cases, and validate readiness across environments, data, and user onboarding.

Qualifications

• Provide first and second line technical support for IT systems, applications, and end user environments.
• Log, track, and manage incidents and service requests using ITSM tools (e.g., ServiceNow, Jira Service Management, Zendesk)
• Diagnose and resolve hardware, software, application, and access related issues.
• Escalate complex or unresolved issues to Level 3 or specialist teams as per escalation procedures
• Ensure compliance with SLAs, KPIs, and service quality standards.
• Maintain accurate documentation, knowledge base articles, and runbooks
• Perform routine system checks, monitoring, and operational support tasks
• Communicate clearly with users, providing timely updates and resolution status
• Support onboarding/offboarding activities, access provisioning, and user setup

Responsibilities

• Support UAT planning activities, including test approach, scope, and timelines aligned to release plans
• Assist in creating and maintaining UAT test cases, scenarios, and traceability to requirements/user stories
• Validate UAT readiness: environment availability, test data setup, access provisioning, and user onboarding

Skills

Technical support

UAT testing

Incident management

Communication

Tools

Jira Service Management

ServiceNow

Zendesk

Job description

Grosvenor Engineering Group - Job Description
Tech Support / UAT Support

We're an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!
Grosvenor Engineering Group - Job Description
Tech Support / UAT Support
Tech Support

• Provide first and second line technical support for IT systems, applications, and end user environments
• Log, track, and manage incidents and service requests using ITSM tools (e.g., ServiceNow, Jira Service Management, Zendesk)
• Diagnose and resolve hardware, software, application, and access related issues
• Escalate complex or unresolved issues to Level 3 or specialist teams as per escalation procedures
• Ensure compliance with SLAs, KPIs, and service quality standards
• Maintain accurate documentation, knowledge base articles, and runbooks
• Perform routine system checks, monitoring, and operational support tasks
• Communicate clearly with users, providing timely updates and resolution status
• Support onboarding/offboarding activities, access provisioning, and user setup
  

UAT Support
Domain experience (any): Finance, Accounting, ERP (SAP/Oracle), CRM, HR systems, Data/BI.

• Support UAT planning activities, including test approach, scope, and timelines aligned to release plans
• Assist in creating and maintaining UAT test cases, scenarios, and traceability to requirements/user stories
• Validate UAT readiness: environment availability, test data setup, access provisioning, and user onboarding
  

Join the A-Team and experience the A-Life!